Minimum qualifications:
- Bachelor's degree in the field of Science, Technology, Engineering, Math or equivalent practical experience.
- 4 years of experience coding in a general purpose coding language or in system design, and troubleshooting and advocating for customers' needs, and triaging technical issues.
- 4 years of experience with two of the following: Web Tech, Data, Systems Admin, Machine Learning, AI.
- Experience with Linux/Unix or Windows systems, from the kernel to the shell, file systems, and client-server protocols.
- Ability to communicate in English and Mandarin fluently, to interact with different regional customers and stakeholders.
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- Experience working with any public cloud services and infrastructure.
- Experience debugging complex workload issues across large-scale, multi-node environments.
- Experience with exploratory kernel debugging and performance analysis of containerized systems.
- Experience in Computer Networking (e.g., TCP/IP, Routing, Load balancing, etc.).
About the job
The Google Cloud team helps companies, schools, and government seamlessly make the switch to Google products and supports them along the way. You listen to the customer and swiftly problem-solve technical issues to show how our products can make businesses more productive, collaborative, and innovative. You work closely with a cross-functional team of web developers and systems administrators, not to mention a variety of both regional and international customers. Your relationships with customers are crucial in helping Google grow its Cloud business and helping companies around the world innovate.
Our Technical Solutions Engineers own important customer issues in addition to providing support to our other support teams. In this role, you will be a part of a global team that provides 24x7 support to help customers seamlessly make the switch to Google Cloud. When customers cannot resolve issues themselves, your job is to ensure that we have the necessary tools and processes to swiftly resolve the issue.
As a Cloud Technical Solutions Engineer, you will troubleshoot technical problems for customers with a mix of debugging, networking, system administration, updating documentation, and when needed, coding/scripting. Our Technical Solutions team is focused on customer needs and you will help drive the success of Google Cloud by understanding and advocating for our customers' issues. You will work in a Shift Pattern or non-standard work hours as required. This may include weekend work.
Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
Responsibilities
- Work with customers on their production deployments to resolve issues and achieve product readiness, availability, and scale.
- Develop an in-depth understanding of Google Cloud's product technology and underlying architectures by troubleshooting, reproducing, and determining the root cause for customer-reported issues, building tools, and faster diagnosis.
- Act as consultant and subject matter expert for internal stakeholders in engineering, sales, customer organizations to resolve technical deployment obstacles and improve Google Cloud.
- Understand customer issues, advocate for their needs with internal teams, including product and engineering teams, to find ways to improve the product, and drive production.